Customer Care Officer – Front Office Support

About the role

The Customer Care Officer will serve as the primary point of contact between members and the Society, handling inquiries, complaints and providing information on products and services. Working in the front office of a banking‑related organization, you will ensure a smooth, courteous experience for walk‑in and remote customers.

Key responsibilities

• Maintain a tidy, staffed front office and manage inbound calls, emails and walk‑in visitors.
• Register and respond to all written communications, ensuring a queue time of less than five minutes for walk‑ins.
• Resolve customer issues via phone, email, mail or social media in line with the Society’s procedures.
• Document interactions, keep accurate records and generate regular customer‑service reports.
• Collaborate with internal departments to stay updated on product knowledge and policy changes.
• Identify and propose process improvements to enhance the overall customer experience.
• Act as the gatekeeper for unsolicited communications and handle any additional duties as assigned.

Required profile

• Diploma (or equivalent) – specific field not stated.
• Approximately five years of experience in customer service or call‑center environments.
• Strong communication skills and ability to manage multiple queries efficiently.
• Attention to detail and ability to maintain organized workflow.

Required skills